Search results

Introduction – In today’s intense competitive environment, businesses that want to have a sustainable competitive advantage must put the customer at the centre of all their activities and create customer loyalty by offering products and services that will provide customer satisfaction. One of the key elements of ensuring customer satisfaction is the effective handling of customer complaints, which is defined as the customers expressing their dissatisfaction with unmet expectations and unsatisfied needs verbally or in writing. The concept of a complaint as a response of customers’ dissatisfaction with the products and services they experience is an invaluable feedback mechanism for businesses to resolve issues relating to their products and services.

Aim – The aim of this chapter is to emphasise the importance of the concept of complaint as an important part of customer relations management and an effective marketing tool for the tourism sector. As a service sub-sector, the simultaneous production and consumption of services in the tourism sector ensures customer satisfaction more than concrete products, due to their inseparable nature. For this reason, handling, evaluating and finalising customer complaints has an important function and value in providing the necessary information for tourism enterprises to become aware of their deficiencies and mistakes. Complaint management has started to play an even more critical role for the tourism industry in preventing customer losses due to dissatisfaction, especially considering the shrinkage in demand in the sector due to the COVID-19 pandemic.

Method – Firstly the concept of complaint and the importance of complaints for businesses were explained, customer complaint behaviour and the factors affecting this behaviour were examined in detail, the concept of online complaint was mentioned and the subject was evaluated in terms of tourism businesses.

Results – While the effective management and resolution of complaints should be seen as a goal by every tourism business, it is vital that they understand customer complaint behaviours, the factors affecting this behaviour and how complaints should be managed in a way that will result in favour of the business.

Conclusion – A complaint management process that enables customers to easily report their complaints to businesses and produces solutions as soon as possible will positively affect customer satisfaction. In this context, in order to reduce the negative effects on tourism enterprises, especially through the pandemic, business need to have clear and easy-to-access procedures, provide a quick response, show reliability and consistency in providing a solution, keeping the complainant informed of progress, have employees who can communicate with empathy and courtesy, have enough employees to deal with the situation, and adopt proactive approaches to prevent complaints rather than reducing the volume of complaints.

Originality/Value – This research contributes to the literature in terms of complaining behaviour, examining the factors affecting this behaviour and emphasising the importance of the concept of complaints in the tourism sector. In addition, the research is important in terms of examining the contributions of an effective complaint management system in reducing the negative effects of the COVID-19 pandemic on the tourism sector, which is one of the sectors mostly affected on a global scale.

Financial inclusion is more than just granting access to financial services; it involves fostering individuals’ overall financial health and prosperity. Financial inclusion has gained significant importance for policymakers and academia in the preceding two decades. It encourages individuals by extending ownership of their financial situation and empowering them to make well-informed decisions regarding their future. The literary work highlights the importance of financial inclusion in promoting prosperity and progress in society. Furthermore, the psychological effects of financial inclusion are addressed with an emphasis on reducing anxiety and stress associated with accessing necessary financial resources and increasing experiences of financial assurance and trust. Finally, the current condition of financial inclusion and ongoing initiatives to improve it is discussed with a regional focus on Asia. The idea of the empowered consumer is introduced, along with a discussion of how financial inclusion may enlighten customers, making them more knowledgeable and engaged members of the financial market. Finally, the conclusion presents a global perspective of underdeveloped nations, emphasizing the imperative requirement for financial integration in these places and the potential benefits it can provide. The chapter provides a comprehensive understanding of financial inclusion, its significance, and its psychological effects on people and their communities, particularly in Asia and developing nations.

This chapter provides a comprehensive review of several social-cognitive models that have been lately applied in public health and donation contexts. The current review included the elaboration likelihood model (ELM), the prototype willingness model (PWM), and the organ donation model (ODM). This review also details and discusses the main strengths and limitations of these models. Importantly, this review helps to identify the gap of the current social marketing and health-care literature. In particular, this chapter provides a solid theoretical foundation and has initiated further pathways for future researchers who are interested in the fields of public health and social change literature, organ donation context, as well as social-cognitive decision-making models. The significance of this review is defined by advancing public health practitioners, social marketing communicators, and educationalists, evidencing how conceptual models can inform and guide the research.

This chapter uses an application to explore the utility of Bayesian quantile regression (BQR) methods in producing density nowcasts. Our quantile regression modeling strategy is designed to reflect important nowcasting features, namely the use of mixed-frequency data, the ragged-edge, and large numbers of indicators (big data). An unrestricted mixed data sampling strategy within a BQR is used to accommodate a large mixed-frequency data set when nowcasting; the authors consider various shrinkage priors to avoid parameter proliferation. In an application to euro area GDP growth, using over 100 mixed-frequency indicators, the authors find that the quantile regression approach produces accurate density nowcasts including over recessionary periods when global-local shrinkage priors are used.

Women from many cultures have historically been closely tied to the land and the environment through their role as subsistence farmers. But as the more developed nations have shifted to commercial agriculture and improved technology, farming has become a male-dominated industry. China’s shift from traditional family-operated farms to government-controlled collectives required a system of incentives to encourage agricultural labor to remain and prevent mass exodus to the cities. Hukou was created in the 1950s as a system of governmental registration for restricting the internal migration of labor within China, identifying citizens’ residency by place of birth. Residents of rural or urban locations are classified agricultural or nonagricultural labor, respectively. But as China’s industrialization has grown and technology has reduced the need for human agricultural labor, the need and desire for urban employment has intensified. For women, relocating has changed marriage practices, influenced child rearing, and altered their right to land tenure in their home region. This paper examines the role of gender in the changing use of hukou in the development of China, focusing on the impact of women’s patterns of migration on land tenure. Although hukou policies are still changing and there is a lack of data on the most recent changes, initial studies show that there are few who wish to give up their rural hukou in order to obtain urban hukou. Changes over the past decade indicate that rural woman are not only taking on more of the agricultural workload as men are drawn to urban employment, but also that they are less likely to care about environmental degradation in China.